How do I segment my users so I can view NPS, CES, or CSAT by different filters?

How do I segment my users so I can view NPS, CES, or CSAT by different filters?

Written by Sarang Bhatt Updated over a week ago

We offer the ability to set custom attributes that will show up as filters inside of Wootric. This will give you the power to segment your users into groups meaningful for your business and report Net Promoter Score and other metrics for each of those groups.

For example, if you are an HR management tool, you may want to examine your NPS scores and feedback by employee type (i.e., manager, individual contributor). This may give you richer insight into your drivers of satisfaction, and whether these differ by user type.

In addition to the core user ID information (email) and signup date (created_at) fields that are included in the Wootric snippet, you can add up to 5 custom attributes as additional key value pairs as long as they are in string format. Common attributes we see customers add to the snippet include user type, price plan, and engagement.

You add custom attributes within the Wootric JS code snippet or mobile SDK's as additional key/value pairs. Make sure to double check that your custom attribute keys always have a JSON-valid value; this means quotes around strings and sending null as a value when there isn’t a value for that user.

Wootric supports strings, Integers, Dates, and Booleans as values.

Keys cannot contain characters such as '$', '.' or the NULL character.

Values cannot be nested hashes or arrays.

Here's an example of custom attributes set within the Wootric snippet (labeled as properties)

What Custom Attributes can I send to Wootric?

Send any custom attributes you like to Wootric, as long as they are in string, integer, date or boolean format. We find that the most meaningful attributes for Net Promoter Score, CSAT, and CES segmentation include things like user type, price plan, engagement, and geography.

Is there a limit on the number of custom attributes I can send to Wootric?

On our self-service plans, we limit you to 5 attributes. If you need more than 5, just contact us! Each attribute can contain unlimited values, which will give you the flexibility to pass individual user data such as an activity date, an ID, or a number of transactions.

What does this look like within Wootric?

The addition of custom attributes brings new functionality to your Wootric dashboard. Attributes show up on the left hand side of the dash, and can be selected to filter scores, trend graphs, and responses.